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TISTA Science and Technology AV Support Technician in Bethesda, Maryland

Overview

We are seeking a full-timeAV Support Technicianwith Tier 2/Tier 3 support experience. This position requires a versatile technical resource who is both client-focused and solution-focused, as well as looking for an exposure to a variety of tools and learning opportunities. You must to be able to interact with senior executives frequently and with ease. You will transition from quick break/fix tasks to long term projects frequently, displaying advanced problem-solving skills and creating novel solutions.

The successful candidate will be responsible for supporting a broad range of IT initiatives, including laptop/desktop hardware, workstation imaging, videoconference hardware/software, MS Office/Office365, BigFix, and other COTS products. The candidate must work well with other technology team members as well as independently, maintaining communication with team members and agency leadership.

Responsibilities

  • Regularly employ ingenuity and creativity to develop new technical solutions and systems in order to achieve functional objectives.

  • Display strong troubleshooting methodology and problem-solving skills

  • Provide desk-side and phone-based support to technical and non-technical staff

  • Provide white-glove technical support to the executive staff supporting the various applications including:

  • Microsoft Office Suite, Teams, Zoom, WebEx, and Custom Developed Applications

  • Develop solutions to complex technical issues and problems that impact multiple area or disciplines.

  • Providing technical assistance for questions and problems and break/fix issues

  • Diagnose system errors and other issues

  • Consult with other technical peers to assist with advanced issues

  • Create and monitor tickets in ServiceNow and other work tracking tools (Jira, etc.)

  • Write, edit, and revise technical documentation

  • Follow up with customers to ensure full resolution of issues and assure good customer-support

  • Train and mentor other staff members on troubleshooting and diagnosing problems

Qualifications

  • 5+ years of experience working in a customer-facing technical support role, including Service Desk/Help Desk/Desktop support

  • Familiarity with both Windows PCs and MacOS X workstations

  • Communicate Effectively in person, via phone, and via email

  • Proven ability to troubleshoot and solve technical problems and create customer-focused solutions

  • Experience with a variety of COTS tools and the ability to learn new tools quickly

  • Experience with BigFix is a plus

  • Familiarity with cloud environments including Azure, AWS, and Google Cloud is a plus

    Education:

  • Bachelor’s degree in an IT-related field, but can substitute Associates degree with 10+ years relevant experience

  • Microsoft MCP, Apple ACSP, CompTIA A+/ Net+ certifications are desired

TISTA Science and Technology Corporation,a CMMI Maturity Level 3 company, focuses on delivering information technology and professional services to Federal and State agencies. TISTA is recognized in 2019 by Inc. 5000 as one of the fastest-growing private companies in the US. TISTA is also a recipient of 2019 Top Veteran-Owned Companies by the Washington Business Journal. TISTA also received a 2018 Moxie Award in the GovCon category.

Here at TISTA Science and Technology, we value Veterans and encourage all to apply!

#thinktista #tistacares #tistavaluesvets

Employment Transparency:

TISTA is an Equal Opportunity/Affirmative Action Employer and embraces diversity in our employee population. It is the policy of TISTA to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or genetic information. TISTA will refrain from discharging, or otherwise discriminating against, employees or applicants who inquire about, discuss, or disclose their compensation or the compensation of other employees or applicants.

The EEO is the Law poster is available here, and the poster supplement is availablehere. (https://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf)

The Pay Transparency Policy is availablehere. (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)

Tista is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation due to a disability for any part of the employment process, please send an e-mail torecruiting@tistatech.comor call (301) 968-3420 and let us know the nature of your request and your contact information.

Job ID2021-2858

Job LocationsUS-MD-Bethesda

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